Head Patient Experience
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Key skills for this role
About the Role
Dubai Health is seeking a Head of Patient Experience to ensure services meet patient needs and expectations. The role involves developing patient-centric services, managing feedback channels, overseeing front desk operations, and driving continuous improvement.
Key Skills for This Role
Responsibilities
- Develop and ensure services that anticipate patients' needs
- Ensure implementation of digital and real time services for patients and adoption of digital identity
- Collaborate with digital and other departments to minimize patient data requirements
- Launch and manage surveys to identify areas for improvement and implement corrective actions
- Enable patients to provide feedback through official channels
- Support partnerships with private sector or government entities to enhance service efficiency
- Support strategic initiatives and embed a culture of continuous improvement
- Oversee day to day operations of service desks, ensuring effective incident and patient management
- Ensure front desks are properly staffed and equipped for high patient flows across all shifts
- Develop and implement incident and problem management processes
- Act as escalation point for urgent issues or incidents
- Provide regular reports and updates on patient experience performance to senior management
Requirements
- Bachelor Degree in Healthcare Administration, Nursing, or a related field
- Master’s Degree in Healthcare Administration
- 8 to 10 years in healthcare setting
- 3 years in supervisory responsibilities
- Computer literate in using Excel, Word, Access; knowledge of Salama highly valuable
- Deep understanding of healthcare systems, patient engagement, and process improvement methodologies
- Excellent leadership and team management skills
- Exceptional communication skills in English and Arabic
- Experience managing a 24/7 front desk operation in a high pressure environment
- Proven ability to manage cross functional teams and influence organizational change
- Knowledge of healthcare regulations and accreditation standards related to patient care and experience
- Proven experience in managing front desk operations in a large healthcare system or hospital
Full Job Posting
Job Purpose
- Ensure that services provided at every touchpoint of the patient’s journey meet their needs and expectations, generating a smooth experience and integrated services to foster a culture of continuous improvement and efficiency while enriching the patient’s experience.
Roles & Responsibilities
- Develop and ensure services that anticipate patients' needs
- Ensure the implementation of digital and real time services for patients and the adoption of digital identity for all Dubai Health services, while providing comprehensive patient support.
- Collaborate closely with the digital and other departments to minimize patient data requirements, fostering connections with databases from other government entities.
- Launch and manage surveys to identify areas for improvement and implement corrective actions.
- Enable patients to provide suggestions, comments, and complaints through the official patient feedback channels at Dubai Health.
- Support partnerships with private sector or government entities to enhance service efficiency and enrich patient experiences through these collaborations.
- Support strategic initiatives and embed a culture of continuous improvement throughout the function.
- Oversee the day to day operations of the service desks, ensuring all incidents and patients are managed effectively.
- Ensure front desks are properly staffed and equipped to handle high patient flows across all shifts, including weekends and holidays.
- Develop and implement effective incident and problem management processes to promptly resolve incidents, minimizing service disruption and downtime within the patient experience pathway.
- Act as the escalation point for urgent issues or incidents requiring immediate attention and resolution.
- Provide regular reports and updates on patients' experience performance, key incidents, and other operational metrics to senior management.
Qualification Requirements
- Bachelor Degree Healthcare Administration, Nursing, or a related field.
- Master’s Degree Healthcare Administration.
Experience Requirements
- 8 to 10 years in healthcare setting.
- 3 years in supervisory responsibilities.
Knowledge and Skills Required
- Computer literate in using Excel, Word, Access, etc. The knowledge of Salama will be highly valuable
- Deep understanding of healthcare systems, patient engagement, and process improvement methodologies.
- Excellent leadership and team management skills, with the ability to motivate, coach, and develop staff.
- Exceptional communication skills, both written and verbal, in English and Arabic.
- Experience managing a 24/7 front desk operation in a high pressure environment.
- Proven ability to manage cross functional teams and influence organizational change.
- Knowledge of healthcare regulations and accreditation standards related to patient care and experience.
- Proven experience in managing front desk operations, preferably in a large healthcare system or hospital environment.
- Strong analytical and problem solving skills, with the ability to prioritize and manage multiple tasks.
- Strong knowledge of patient satisfaction metrics, benchmarks, and performance.
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